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"I just cursed and opened a beer" : Explaining Mobile Users' Non-Complaining Behavior Through Coping

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Salo, M., Makkonen, M., & Hekkala, R. (2015). "I just cursed and opened a beer" : Explaining Mobile Users' Non-Complaining Behavior Through Coping. In ICIS 2015 : Proceedings the Thirty Sixth International Conference on Information Systems (pp. 1-17). Association for Information Systems (AIS). http://aisel.aisnet.org/icis2015/proceedings/HumanBehaviorIS/12/
Authors
Salo, Markus |
Makkonen, Markus |
Hekkala, Riitta
Date
2015
Discipline
TietojärjestelmätiedeInformation Systems Science
Copyright
© the Authors, 2015.

 
Many users experience frustrating incidents with mobile applications. However, most users do not complain about their highly negative incidents to the application providers. Such dissatisfied non-complainers cause damage to application providers: they tend to exit, switch, and spread negative word-of-mouth. Therefore, it is important to understand why mobile users do not complain about their highly negative incidents. Within information systems (IS), there are no explanations for this dilemma. To address this gap, we conducted a qualitative study. By utilizing the theory of coping as a theoretical lens, we generated a mobile-specific theory that comprises problem-focused and emotion-focused coping strategies as well as control aspects. As a theoretical contribution, we attempt to advance IS research on post-adoptive behaviors and offer one answer to the calls for studying the role of emotions within IS. We also provide practical implications for application providers to better support their users to cope with negative incidents. ...
Publisher
Association for Information Systems (AIS)
Parent publication ISBN
978-0-9966831-1-1
Conference
International Conference on Information Systems
Is part of publication
ICIS 2015 : Proceedings the Thirty Sixth International Conference on Information Systems
ISSN Search the Publication Forum
1026-1079
Keywords
mobile applications post-adoptive behavior non-complaining selviytyminen

Original source
http://aisel.aisnet.org/icis2015/proceedings/HumanBehaviorIS/12/

URI

http://urn.fi/URN:NBN:fi:jyu-201711174280

Publication in research information system

https://converis.jyu.fi/converis/portal/detail/Publication/25409835

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